Summary
Overview
Work History
Education
Skills
Timeline
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Amit Khawale

Team Manager
Pune

Summary

Operations professional with 10 years of experience in Amazon across role of associate, team leader, trainer, quality analyst, team manager, quality manager. Demonstrated success in driving operational excellence and optimizing processes. Expertise in project management, stakeholder engagement, and cross-functional collaboration. Committed to enhancing customer experience and delivering results for organizations.



Overview

10
10
years of professional experience

Work History

Team Manager HTM

Amazon
01.2022 - 02.2025
  • Oversaw operations for teams of 30 to 40 personnel with varied skill sets.
  • Streamlined daily management processes, focusing on productivity standards and schedule adherence.
  • Identified root causes by analyzing data to implement long-term solutions for customer issues.
  • Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
  • Led employee relations through effective communication, coaching, training, and development.
  • Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
  • Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.

Quality Analyst

Amazon
02.2019 - Current
  • Established productivity and customer service standards to achieve quality assurance objectives.
  • Compiled weekly feedback to enhance service time and quality while increasing productivity.
  • Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
  • Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
  • Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.

CS Resolution Specialist

Amazon
10.2016 - 01.2018
  • Managed team of 15 to 20 Customer Service Associates, enhancing operational efficiency.
  • Handled supervisor escalations via chats and emails, ensuring customer satisfaction.
  • Developed Mentor-Mentee Program to improve performance and foster associate development.
  • Provided weekly feedback on associate performance to drive continuous improvement.
    Empowered team members by enhancing product knowledge and communication skills.
  • Implemented timelines to meet key performance targets effectively.
  • Conducted training sessions to maximize potential of team members.
  • Facilitated conference calls among stakeholders for timely dispute resolution.

CS Associate

Amazon
08.2015 - 09.2016
  • Resolved customer issues across messaging, calls, and email using various software tools.
  • Exhibited professionalism and high energy during interactions with clients and staff.
  • Adapted swiftly to evolving customer demands and operational requirements.
  • Built relationships with customers by providing friendly customer service.

Education

Engineering Diploma in E&TC

Skills

Operations management

Timeline

Team Manager HTM

Amazon
01.2022 - 02.2025

Quality Analyst

Amazon
02.2019 - Current

CS Resolution Specialist

Amazon
10.2016 - 01.2018

CS Associate

Amazon
08.2015 - 09.2016

Engineering Diploma in E&TC

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Amit KhawaleTeam Manager